Aspect Via

When talking to IVR applications, the caller experience very much depends on the quality of automated speech recognition (ASR). Nothing is more off-putting than listening repeatedly to prompts like “Sorry, I didn’t get that,” which is why it’s so important to tune the speech recognition …

We prefer to solve our own customer service issues. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. Most of the time, we’ll start on the company’s website to accomplish our …

With fraud continuing to be an area of concern, enterprise IT departments are pressing forward with best effort approaches to securing data. Agents in the contact center touch various systems holding personal and sensitive information and speak to customers over the phone and other channels. …

Based on our own market research, customers prefer self-service and have likely taken time out of their day to call and resolve an issue they’ve likely already tried to address through web or mobile self-service…so why not make the most of every second of that …

If you have been following Aspect for a while, it is no secret to you that we believe in customer self-service as an important pillar of any customer experience (CX) strategy today. Accordingly, self-service capabilities are also a cornerstone of Aspect Via, our Customer Engagement …